As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas.With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.Job Overview:We are currently seeking a dynamic individual to fill the role of Service Platform (ServiceNow) Operations and Integrations Lead.You will lead the design, Implementation, optimization, and maintenance of our GxP regulated Service Platform and collaborate with cross-functional teams to provide technical expertise.With that, you will ensure data accuracy in the CMDB and reliable system integrations to guarantee efficient automations between infrastructure systems, monitoring tools, and business applications.You will drive continuous improvement to enhance the efficiency of Service Platform Operations.Summary of Responsibilities:Lead the design, implementation, and optimization of the Service Platform Operations and its capabilities.Collaborate with cross-functional teams to gather requirements and ensure the effective integration of the Service Platform Operations into various business processes.Provide technical expertise in the configuration, customization, and maintenance of the Service Platform Operations.Serve as the subject matter expert for Service Platform Operations, staying informed about the latest updates and best practices.Lead training sessions for super-users and support teams on the Service Platform Operations and its capabilities.Drive continuous improvement initiatives and housekeeping processes to enhance the efficiency and effectiveness and the accuracy and compliance of the Service Platform.Collaborate with stakeholders to define and document configurations management processes and policies.Design and maintain integrations between the Service Platform and other enterprise tools and systems.Provide expertise in troubleshooting and resolving issues related to CMDB and integrations.Stay current with industry trends and best practices in CMDB and integration technologies.Minimum Qualifications Include:Higher education in Computer Sciences or relevant field, or equivalent experience.Service now Platform expertise.8-10 years' experience in a Service Delivery role within a larger and global company environment.5- 7 years' proven experience in designing and implementing Service Platform solutions, including ITSM, ITAM, ITOM, CDMB, business modules, and integrations.Strong understanding of IT Service Management (ITSM) processes.Certification around ITIL and ServiceNow preferred.Excellent communication and interpersonal skills.Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials.Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need.Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact.
